Abstract
The aim of this study is to suggest a framework for performance evaluation of smart tourism initiatives/projects implemented in tourist attractions. The suggested tool is based on the theoretical foundations of Service-Dominant Logic and the Balance Scorecard framework, an established strategic management framework that maps an organization’s strategic objectives into performance indicators. The suggested template for performance evaluation was tested and validated within the context of China, and 30 interviews were conducted with managers of tourist attractions rated the highest quality level in Zhejiang Province, China. The empirical study’s results indicated that (i) the crafted Balance Scorecard template is implementable and of high utility; (ii) a volume of 8 Critical Success Factors and 22 Key Performance Indicators constitute an integrated set to monitor and assess the performance in a comprehensive manner; (iii) the key factors and indicators should be the same regardless of the type of ownership and management (public or private); and (iv) technological infrastructure and services are evolving; however, the principles and tools remain the same regardless the advent of smart paradigm.
Highlights
Smart Tourism Projects, Value Propositions, and Performance EvaluationThe application of information and communication technologies (ICTs) for developing innovative tools and approaches to improve tourism has been coined smart tourism (ST) [1]
The main research question is stated as follows: “How can the performance of smart tourism plans/initiatives at micro/business level be assessed?” This study addresses this question by suggesting a framework for performance evaluation, based on theoretical backgrounds of Service-Dominant Logic (SDL) and strategic management
This study found that no specific Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) were requested in the context of ST management; no additional factors or indicators were needed to incorporate into the suggested Balance Scorecard (BSC) template
Summary
Smart Tourism Projects, Value Propositions, and Performance EvaluationThe application of information and communication technologies (ICTs) for developing innovative tools and approaches to improve tourism has been coined smart tourism (ST) [1]. Governments, local authorities, and private organizations are designing and implementing initiatives in the field of ST It seems to be the ‘new Eldorado’ offering significant potential of competitiveness. ST plans and initiatives are huge investments and, require a comprehensive approach and management. These plans seem to be a technical issue, underlying it is a fundamental change of thinking on how tourist suppliers shall engage and design ‘value propositions’ for their customers. The implementation of technological infrastructure has to have a soul and serve a strategic purpose [8] They require long-range planning and well-crafted partnerships and collaborations. An investment in designing, developing, and implementing ST services is a long-term commitment and, a strategic management decision that requires a thoughtful consideration
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